BSBLDR601_Organisational Change_24.6.2022

Instructions to Learner Assessment instructions Overview Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task. Written work Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:  Address each question including any sub-points  Demonstrate that you have researched the topic thoroughly  Cover the topic in a logical, structured manner  Your assessment tasks are well presented, well referenced and word processed Active participation It is a condition of enrolment that you actively participate in your studies. Active participation is completing all the assessment tasks on time. Plagiarism Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:  Presenting any work by another individual as one's own unintentionally Page 2 of 64

As part of the assessment process, all learners must abide by any relevant assessment policies as provided during induction. Page 5 of 64

Case Study A – Change requirements You are an area manager for a fast-food restaurant chain, and one of your restaurants is underperforming in terms of:  Poor management  Poor customer service  Underperforming in terms of profit month on month. You have also received numerous customer complaints about:  Customers being left waiting for too long  Rude or unresponsive team members  Order errors  Staff leaving early and arriving late for shifts. On further investigation, you have established that members of the service team are being allowed to leave early on their shifts, and are not getting reprimanded when they arrive late. They are often left to talk amongst themselves when customers are waiting in the restaurant. These actions are affecting the day-to-day operations of the restaurant, and the restaurant is underperforming month on month in comparison with similar size restaurants in your area. The company objective is ‘to improve customer and operational services’ within this restaurant, and you need to address the issues of poor leadership and incompetent staff.  From a provided case study, complete the following tasks:  Identify how you will address the issues within this restaurant  Determine what changes you will need to make to ensure that the restaurant improves staff leadership and performance to meet the company objectives. Page 8 of 64

provided below. Risk Probability Impact Risk Exposure (Probability*impact) A 80% $10,000 8000 B 20% $5,000 1000 C 10% $25,000 2500 D 70% $30,000 21000 Instruction to learner: identify possible risks which may occur if the restaurant executes the new online delivery approach and replace the A-E letter with the answers. Learners are required to calculate risk exposure based on probability and impact. After that learner must interpret the risk result. Risk assessment table: SL No. Risk type Description Probability Rating Impact 1. Financial Risk Exceeding budget 8 7 56 (Medium) 2. Social Risk The environmental risk from business operations 7 7 49 (Low) 3. Financial Risk Low-income generation 8 8 64 (High) The above table reflects the risk associated with the organisational change of the restaurant chain, which represents that there is a high risk of lowering revenue generation due to a lack of adaptability among the staff to the change of online delivery. Online delivery might create risk in increasing the expenses of the operational activities of the business. The social risk that might take place due to the business operations in terms of food packaging, hygiene and delivery to the customers’ homes. Page 11 of 64

store, you are required to consult stakeholders such as a business partner, marketing team, Head of Human resources, and external artist about there branding. Draft a presentation which you will take to explain to your stakeholders. The presentation can be in a form of text, table, graph, picture, PowerPoint slide, and video. Outline the actions that you are going to take in are branding process to improve your company’s opportunities. You should include the following in your answer  Explain the reasons why you are rebranding and the process you will take  Explain the risks and the opportunities associated with the process  Contain only significant information  Be accurate, concise, clear, and without spelling or grammatical errors. Presentation for Rebranding SL No. Responsible Person Stakeholder Activity Frequency 1. Business Owner Business partner Meeting about the investment required for the rebranding process, change in logo, renaming the company Two days a week 2. Business Owner Marketing team Making plans for promotional activities and financial requirements, new slogan, contacting old customers Everyday Page 14 of 64

Activity 1A – 1B checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required. Learner’s name Assessor’s name Unit of Competency (Code and Title) BSBLDR601 - Lead and manage organisational change Date(s) of assessment Marking checklist Performance Criteria 1A - 1 Learner can correctly identify how he/she will address the issues within this restaurant (refer to case study A). Yes No (Please circle) 1.1 Learner can correctly determine what changes he/she will need to make in ensuring that the restaurant improves staff leadership and performance to meet the company objectives. Yes No (Please circle) Learner can identify correctly how she/he would meet the company’s objective in terms of the performance gaps within the team. Yes No (Please circle) Learner can identify correctly how she/he would meet the company’s objective in terms of the threat to restaurant performance in line with company expectations. Yes No (Please circle) Learner can identify correctly how she/he would meet the company’s objective in terms of the decisions made by the store manager on staff protocol. Yes No (Please circle) 1A - 2 Learner can correctly outline risks and opportunities that could emerge for the company. Yes         No 1.2 Page 17 of 64

Activity 2A Objectiv e To provide you with an opportunity to assign resources to the project and confirm reporting protocols with relevant stakeholders . Refer to Case Study C – Investor support You run a small family company with three employees, including yourself, selling T-shirts online. You have recently found that you are struggling with the rising costs of running the business, and you need to make some operational changes to ensure you can keep going. Your investor has said they will help you with the required funds to ensure your company is more secure, but they want to know what resources you will need to manage the company finances and how you will report back to them regularly to keep them updated on the progress. 1. What resources you will need to manage for the company finances. Resource Planning SL NO. Resource required Stakeholders Way of reporting Frequency 1. Finance Manager for resource Planning HR for recruitment Email Monthly 2. Quick-book Software for calculation, keeping a record of transactions IT Expert Face-to- face Weekly 3. ERP Financial management software Business owner Face-to- face Daily Page 20 of 64

2. How you will report protocols regularly to the relevant stakeholders based on the case study. The business requires recruiting a skilled finance manager for the planning and maintaining of the financial resources with the help of the HR department. The IT executives and software experts are responsible for the installation of QuickBooks software for calculation and keeping a record of the business expenses. On the other side, the establishment of an ERP system will take place with the help of software experts and business owners by communication face-to-face on a daily basis. Page 21 of 64

Activity 2B Obje ctive To provide you with an opportunity to develop communication or education plan, in consultation with relevant personnel. Page 22 of 64

Work in a group of 3-4 people or as instructed by your trainer, then make note in your workbook. 1. When developing communication plan or education plan, how can you know relevant personnel? In this section of the workbook, a communication plan will be discussed and consulting with relevant personnel like HR, Business owners, and IT expert is relevant for establishing the communication system. 2. Develop either communication plan or education plan. Use the topic below as guideline to help with this activity.  Communication plan - A plan to increase employee communication across your organisation  Education plan - Arrange training for all team members to deal with operational change If you choose to do Communication plan , ensure you include the following elements: - Communication Strategy - Target Audience - Key Message - Frequency of Communication - Change Team Member Assigned - Expected Implementation Date - Expected Outcome - Promotion of Benefits of Organisational Change On the other hand, if you select to do Education plan , please ensure that you include the following requirements: - Training Strategy Page 23 of 64

- Target Audience - Facilitator - Expected Timeframe - Expected Outcome Communication Plan A communication plan is referred to the approach that is policy-driven to provide information to the stakeholders about business operations (Nazari, 2016) . The communication plan is as follows, S L N O . Respo nsible e person Stake holder Commu nication medium Key Mess age Expec ted outco me Impleme ntation date (Month) Commu nication strategy 1. Busine ss Owner Invest or Face-to- face Requ ired funds Resou rce mainte nance with accura cy In one month Establish ment of an effective communi cation system with technolo gical advance ments 2. IT Expert HR Telephon ic Recr uiting new talent s Increa sed produc tivity In two months Recruitm ent with digitised techniqu es with video calls, telephoni c interview Page 24 of 64

3. Busine ss Owner Financ e manag er Face-to- face Budg et contr ol Reduci ng the risk of budget excee ding In three months Feedbac k about budget planning and business expense s The above table reflects a communication plan for the family business, which includes certain strategic measures for effective communication and increasing organisational performance. However, the communication plan includes face-to-face communication between the business owner and finance manager about the budget control for the business operations. On the other side, HR and It experts will communicate about the recruitment of new talents in the IT department to increase the efficiency of the business operations. Moreover, the business owner and investor will communicate about the financial resources to conduct business activities in face-to-face mode. Page 25 of 64

Activity 2C Objective To provide you with an opportunity to arrange and manage activities for delivery of communication or education plans. Refer to Case Study D – Restructuring You are the owner of a small company that provides cleaning services for local bed and breakfast accommodations. You currently have five cleaners working for you, and you have found recently that your time is being consumed by the management of your personnel rather than the needs of the business. To rectify this problem, you have recently appointed a new team manager that will take care of the day-to-day running of the company and the care of your five personnel. The appointment will allow your company to become more competitive and continue to function more practically, freeing up more time for you to manage the financial and operational sides of the business. Based on Case Study D, you need to arrange an update on the new procedures for the staff members. 1. How would you manage and implement these activities effectively? Please ensure that you include the below requirements in your answers:  The introduction of the new team manager  How the day-to-day procedures will change  How you will monitor and update the staff members. Focusing on case study D, the introduction of a new team manager will be conducted by recruiting efficient talent as per the situational requirement. The team manager will be responsible for managing and controlling the daily based operational activities. The daily-based activities will be changed according to the new scheduling done by the team manager. Schedule over each task will be provided to every worker in terms of their arrival timing and Page 26 of 64

departing of the workplace. However, the day-to-day procedure will also follow an effective communication system between workers and team managers to conduct operational activities of the cleaning business. Monitoring plan SL NO. Activity Responsible person Strategy Frequency 1. Communication system Team Manager Feedback forms for workers Weekly 2. Working Shifts Team Leader Creation of arrival and departure schedule list Daily 3. Performance of workers Team Manager Assessing productivity level with KPI Weekly The above table reflects the monitoring plan for the overall business process after the appointment of the team manager across the cleaning organisation. This plan includes the follow-ups on arriving and departing time workers as per their shifts through the schedule list and ticking on it. Further on, monitoring of the communication system will be conducted by providing feedback forms for the employees and assessing it on a weekly basis. The performance level of workers will be monitored by assessing productivity with the (Key Performance Indicator) KPI of the organisation. Page 27 of 64

Page 28 of 64

Activity 2A – 2C checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required. Learner’s name Assessor’s name Unit of Competency (Code and Title) BSBLDR601 - Lead and manage organisational change Date(s) of assessment Marking checklist Perfor mance Criteri a 2 A - 1 Learnercancorrectlyidentifywhatresourcesareneededtomana gethecompanyfinances. Yes No (Please circle) 2.1 2 A - 2 Learnerincludeshowtoreportprotocolsregularlytotherelevantst akeholders basedonthecasestudy. Yes No (Please circle) 2 B - 1 Learnercancorrectlyunderstandhowyoucanknowrelevant personnel when developing communication planoreducationplan. Yes No (Please circle) 2.2 2 B - 2 Learner includes all requirements in communication thattheydeveloped. (Assessorneedstocheckwhetherlearnerselectedtodevelopco mmunicationplanoreducationplan) Yes No (Please circle) Learner includes all requirements in education plan whentheydeveloped. (Assessorneedstocheckwhetherlearnerselectedtodevelopco Yes No Page 29 of 64

mmunicationplanoreducationplan) (Please circle) 2 C - 1 Learnercancorrectlyexplainhowtoimplementandmanagethe task based ona providedscenario. Yes No (Please circle) Learner has included the introduction of the new teammanager. Yes (Please circle) Learner can correctly explain how day-to-day procedureswill change. Yes (Please circle) 2.3 Learner can correctly monitor and update the staffmembers. Yes (Please circle) Comments Assessor’s comments here The learner’s performance was: Not yet satisfactory Satisfactory Page 30 of 64

Activity 3A Objective To provide you with an opportunity  to assess performance of communication or education plan against objectives.  to identify and respond to barriers to the change according to risk management plans and organisational objectives. Refer to Case Study E – Communication issues Your company has released the latest key objective for staff:  To improve communication between employees. You are a team leader and you have found that your work team is not communicating well together through an operational change. A new system has been utilised to monitor traffic on your social media pages and requires the team to work together to ensure important information is captured. You have identified three members of the team who are not engaging with the others:  Anna does not communicate with the rest of the team; she expects the others to know what she is doing, and she often fails to update the others on her progress  Adam is reluctant to speak to others and keeps himself to himself. He has good technical knowledge that could help others but often fails to share this with his team  Clara is seen as being unfriendly and a little unapproachable; she does not make eye contact with others, and often keeps her head down when she is working. She only speaks when she is spoken to and never offers to help others. 1. Read the case study and write a report that specifies the communication issues and what needs to be resolved to meet the company objective. Page 31 of 64

In your report, you must identify:  What the issues are.  Who got involved?  How this impacts the company objective.  How would you resolve by using communication or education plan?  How would you assess the performance of your communication or education plan against an objective? Introduction Challenges and issues are considered as a part of every business activity that helps strengthen the overall business process and helps to get success (Gurca, et al., 2021) . In this report, the issue in communication is discussed that is required to be resolved. Communication is highly required in an organisation to conduct operational activities (Lygnerud, 2018) . Main Body From the case study, it has been analysed that the organisation is facing issues in the communication system across the internal people. However, the unfriendly behaviour of employees has the potential to bring customer dissatisfaction to the business. On the other side, the issue of not communicating with team members has the possibility of bringing a lack of cooperation and collaboration among the team, which leads to failure in accomplishing the task before the deadline. The lack of communication between team members like Cara, Anna and Adam and sharing new ideas regarding technological factors has the possibility of reducing the performance level of the organisation. However, the aforesaid risks are mitigated through establishing effective communication and leadership across the organisation, through which the employees will be able to communicate their requirements to their leaders and will increase their productivity. Conclusion It has been concluded that the establishment of democratic leadership has the possibility of allowing everyone to share their views and building confidence among them. However, it is also necessary to establish an effective communication system across the organisation through digital transformation. Page 32 of 64

2. From a case study E, you have found that the three members of staff are not complying with the suggestions you have already made to improve the communication in the team. They are continuing to work individually and are not coming together to help meet the organisational objective.  Outline three different reasons you could identify why the team is not communicating with each other  Explain how you can respond to the issues to ensure your team is meeting the company objective. Outlining the three different reasons for the lack of communication among the team:  Lack of self-confidence among Clara, Anna and Adam in sharing their views.  Lack of personality development training caused ineffective communication across teams and clients.  Lack of skills in communication has created communication issues among the team. Explanation to give response to the issues; The issue of lack of self-confidence will be mitigated with the establishment of proper practical training and development for the team members. The second issue of lack of personality development will be mitigated with the help of personal grooming sessions by professionals. The third lack of skill in communication will be mitigated with the help of establishing a democratic leadership system across the organisation, which will allow the employees to share their own views on decision-making. Page 33 of 64

Activity 3B Objectiv e To provide you with an opportunity to modify communication or education plan according to change program objectives. Refer to Case Study F- Change requirements You are the manager of a hotel that currently employs 20 team members. To increase revenue, your senior management team had initially released a plan to refurbish a large room at the back of the hotel and start offering the opportunity for companies to hold corporate events. Your current hospitality team members are fully trained to work in the restaurant, and the bar and you were in the process of arranging training for the existing staff to work in the new function room. However, due to financial constraints, the senior management team has now decided that they can afford to retain and train only 15 members of the team, and you must take action to make the other five redundant. 1. Explain how you will modify education plan to meet the company objectives change. This must include:  Arranging training for 15 members of the team to work in the new corporate room  Explaining how you will select five members of the team for redundancy. Education Plan SL NO. Responsible Person Training Activity Time 1. Senior HR Manager Communication with technology, team-based working Two Weeks 2. HR Executive Providing education about food safety and Three Weeks Page 34 of 64

hygiene 3. Personality Developer Developing personality traits like communication, critical thinking, building confidence and customer service Five weeks The above table reflects the education plan for the employees of the hotel to increase efficiency in their working activities. However, the above table is focused on training and grooming the employees. The selection process for five members will be conducted by monitoring the performance level of the employees. However, the monitoring process will also include their performance level in managing team-based tasks and technological skills to maintain a communication system with the customers. Page 35 of 64

Activity 3A – 3B checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required. Learner’s name Assessor’s name Unit of Competency (Code and Title) BSBLDR601 - Lead and manage organisational change Date(s) of assessment Marking checklist Perfor mance Criteria 3 A -1 Learner can correctly write a report that specifies the communication issues and what needs to be resolved to meet the company objective base on a provided case study. Yes         No (Please circle) 3.1, 3.2 Learner has included who got involved in the report. Yes         No (Please circle) Learner has included how this impacts the company objective. Yes         No (Please circle) Learner has included how to resolve those issues by using communication or education plan. Yes         No (Please circle) Learner has included how to assess the performance of communication or education plan against an objective. Yes         No (Please Page 36 of 64

circle) 3 A -2 Learner can correctly outline three different reasons to identify why the team is not communicating with each other. Yes         No (Please circle) Learner can correctly explain how to respond to the issues to ensure the team is meeting the company objective based on a case study. Yes         No (Please circle) 3 B - 1 Learner can correctly explain how to modify the two change requirements to meet the company objectives. Yes No (Please circle) 3.3 Learnerhasidentifiedhowtoarrangetrainingfor15membersoft heteamtoworkinthenewcorporateroom. Yes No (Please circle) Learner has explained how to select five members of the team for redundancy. Yes No (Pleasec ircle) Comments Assessor’s comments here The learner’s performance was: Not yet satisfactory Satisfactory Page 37 of 64

Summative Assessments answer guide Section A: Skills Activity Objective: To provide you with an opportunity to show you have the required skills for this unit. This activity will enable you to demonstrate the following skills:  Reading: o interprets detailed information that may deal with complex ideas related to issues both within and outside the workplace context  Writing: o uses clear and precise language to develop information about objectives, requirements, activities and recommendations o develops complex plans and strategies in appropriate format for the audience and purpose  Oral communication: o discusses and seeks information using appropriate structure and language for the audience o uses questioning and active listening to clarify or confirm understanding  Numeracy: o interprets, analyses, and presents numeric information in complex documents  Initiative and enterprise: o takes a lead role in the execution of organisational strategic goals and associated roles and responsibilities o develops new and innovative ideas through exploration and lateral thinking  Teamwork: o uses a variety of communication tools and strategies to build and maintain effective working relationships o uses inclusive and collaborative techniques to seek feedback, negotiate and consult with a range of stakeholders  Planning and organising: o plans, organises, and implements activities required to achieve strategic priorities and outcomes, including consulting with others and sequencing events to minimise uncertainty for staff o uses problem-solving skills to identify and analyse issues or barriers, and develop responses. Please note : All required foundation skills have been covered by Activity 1A - Activity 3B, Section B: Knowledge Activity (Q and A) and Section C: Performance Activity Page 38 of 64

Page 39 of 64

Section B: Knowledge Activity (Q and A) Objective: To provide you with an opportunity to show you have the required knowledge for this unit. The answers to the following questions will enable you to demonstrate your knowledge of:  Events or trends that may impact on the achievement of organisational objectives  Existing policies and practices to guide organisational change  Methods for conducting cost-benefit analysis for high priority change requirements and opportunities  Methods for conducting risk analysis, including barriers to change and relevant mitigation strategies  Content of communication and education plans, including: o promotion of benefits of organisational change  Change management processes or cycles and strategies for communicating and embedding change  Organisational behaviour and how the external environment can impact on change strategies  Components of a change management project plan. Answer each question in as much detail as possible. Scenario A You are the owner of Bounce fitness which has been established for 10 years. Bounce fitness is operating more than 100 branches in Australia and planning to expand 10 branches at the end of this year. You have to work manage your employees in Finance, HR, Operators, trainers and other relevant staff in your company. You has been reported by finance department that the company revenue has suddenly dropped during the Covid19 pandemic as there were a lot of government restrictions previously Page 40 of 64

and your customers have complained about safety concern in your fitness. Therefore, you, as the owner, has responsibility to manage these issues as soon as possible to avoid a bad reputation. Goal/ objective: - Manage and reduce customer’s complaints and unsatisfactory – ensure safety concern is prevented - To increase the number of customers, including new customers who are focussing on healthy lifestyle and bodyweight training. Use this scenario to answer the following activities to show that you clearly understand. 1. Use the table below to guide you with the question, identify one event and one trend that you believe it may impact on the achievement of the organisational objective. Objective 1: Resolve all customer complaints submitted via all channels within 48 hours of filing Event Explanation of How Event Affects Achievement of Objective The event that aids the management of the Bounce Fitness is to conduct the seminar with the existing consumers and the net target public. In this seminar, the management will provide the information on health and safety policies and procedure which are going to be included in the management. In order to fulfil the objective of resolving the consumer complaints which are submitted via all the offline and online channels within the 48 hours of filing. These events of conduct the seminar aids the management to directly interact with the consumers via video conference or the face to face conversation. Page 41 of 64

Trend Explanation of How Trend Affects Achievement of Objective The trend is to include the online training or fitness classes from the next month The trend of providing instruction on fitness over the internet allows the management to deliver quality services to the existing consumers as well as the new target public. That online fitness training trends also help to resolve the complaints of consumers regarding health and safety during the Covid 19 situation. 2. Explain why it is important to fully prepare existing policies and practices to guide an operational change. The policy and procedure of Bounce fitness related to health and safety have been established for 10 years, and that benefitted the management to cope with the normal situations, expand the branches, purchase new equipment etc. In Covid 19 situation, the profit of the company is decreased as the management was not able to interact with the consumers’ satisfaction level regarding health and safety. Bounce fitness needs to develop the existing policies related to WHS and includes healthy measures like using masks, sanitising the branches and gym centre regular etc. 3. Explain why it would be beneficial to conduct a cost-benefit analysis before implementing a change. The cost-benefit analysis or CBA is the appropriate process to quantify and compare the total cost to the expected reward for taking the project (Hanouna, 2019) . Before implementing the change, the CBA is beneficial as it helps the financial department of the bounce fitness to compare the cost and benefits. Page 42 of 64

4. When analysing and interpreting information about an organisation’s internal and external environments, there are two tools that can be used as cost-benefit methods, which are SWOT and PESTLE analysis. Therefore, you are required to complete each table below by filling correct information. Definition Explanation S Strength of the company  Established more than 10 years ago that aids in creating the brand resignation in the country  Operate the business activities through 100 branches W Weaknesses of company  The Covid 19 situation affects the consumers base  Consumer complaints about the organisation’s health and safety O Opportunities of company  Providing online fitness training  Expand 10 branches T Threats of the company  The company will face financial loss if the policies are not changed in the meantime Definition Explanation P Political factors  Stable trade relationship with US and China  Expand business in any region  Open trading relationship with neighbour country E Economic factors  Economic declination up to 0.5% Page 43 of 64

(Approximately) S Social factors  Effects of Covid 19 in Australia: After Covid 19, the consumers having tendency of being fit T Technological factors  Providing online fitness training L Legal factors  Maintain the Privacy act (1988)  Protect the data of the consumer registration E Environmental factors  Promote the sustainable products in the management 5. Use the provided table below to conduct risk analysis, including barriers to change and relevant mitigation strategies for your business (based on a provided scenario A) Briefly explain each of the following requirements to assess risk Requirements to assess Risk Explanation Likelihood High Consequence Financial loss, declination in the number of consumers Risk Rating 25 (5 Impact* 5 Likelihood ) (High) Priority Rating 20- High Complete the table below:  Identify two common barriers to change  Identify at least one mitigation strategy for each barrier  Explain how each mitigation strategy addressed barrier to change Barriers to Change Mitigation Strategies to Address these Explain of How Mitigation Strategy Addresses Barrier to Page 44 of 64

Barriers Change a. Facing financial loss to purchase new equipment for the new consumers who are concentrating on bodyweight training. Raiser the funds from the retaining income or taking short-term commercial bank loans The raised money will help the management to purchase new equipment and implement the new safety measure as well b. Lack of skilled employees to attract new consumers Appoint skilled labour Effective online channels like Facebook, Instagram and offline channel like hoarding or advertising in magazine aids in attracting consumers 6. According to a Scenario B, use the provided table to answer the following questions based on the Communication Plan, and complete the Communication Plan, briefly answering the components in relation to the scenario. Scenario B Rose acquired a Flower Delivery business almost a year ago. When Rose started, she had established a vision for the existing business on expanding it by exceeding customer expectations. It was successful and her business doubled in a short time. Customers were returning to “Blooms” repeatedly and recommending friends and family. In the last three months, she has noticed a decline in orders and regular customers not calling. She did implement a growth strategy for her staff at this time which involved them contacting every customer, 24 hours after for their feedback. Some of her staff were positive about this but one was very resistant. Rose Page 45 of 64

informed them all they would just have to do it as it was a requirement of the job and as a team. Rose did hear a comment about this staff member being abrupt with a customer. She is now wondering if this could be impacting her decline in business Rose needs to take action to make a change and turn her business around. Rose wants to improve communication and educate her staff about how this benefits them and the customers. a. Identify at least two possible experts Rose can consult to improve her staff training a. Human resource manager b. Employee training and development authority Communication Plan Components Explanation a. Communication strategy Communicate with the staff and consumers through online and office portals B. Target Audience The staff, sales teams as well as the employees who are taking orders, the existing consumers C. Personnel Responsible Employee training and development authority D. Key Message Way to communicate with the consumers E. Communication method to be used Verbal and written communication F. Frequency Twice a week Page 46 of 64

7. Use the provided table below to identify the eight steps of Kotter’s 8-Step Change Process and briefly explain how each step can be implemented in a workplace. Kotter’s 8-Step Change Management Process Explanation of How Each Step if Implemented in a Workplace a. Create urgency The urgency is that the orders for the flowers decline and regular consumers do not call often b. Put the team together Needs to train the staff and educate them to attract the consumers and interact with them with the formal tone Via online and offline channel c. Improve vision and strategies The vision is to attract new consumers and satisfy the existing consumers as well and implement change of taking orders d. Communicate the developed vision Communicate with staff regarding the vision and mission e. Remove constraints Remove the aspect of lack of skilled labour by educating the workforce to improve the sales f. Set the short-term goals Give response to feedback and consumers queries within 24 hours of submission in the portal g. Keep the momentum Continue the training and development program for 1 year Page 47 of 64

h. Make changes Develop the skills of the employees and the attain the higher revenue than the prior time 8. Identify two strategies for embedding change within an organisation. Provide an explanation for each of the identified strategies. Provide the training and development to the employees By delivering the training and development to the employees, the CEO of the company Rose is able to educate the workforce on the appropriate tone of interacting with the consumers. This would change the overall operation of taking the order and dealing with the consumers’ feedback. Track the work pattern and the progress of the workforce By tracking the work pattern, the management is able to understand the lack of skills of employees and develop their abilities in accepting to it. 9. Based on Scenario C, read and complete the identified tasks below Scenario C Judice restaurant is attempting to set up feedback sessions to get the insight of employees regarding the organisational change they will be undertaking. This is the first time the employees are being given an opportunity for feedback, since Judice Restaurant usually employs one-way communication between management and employees. i. Identify the change strategy being implemented ii. Identify one organisational behaviour that would affect the application of the following change strategy iii. Briefly explain how the identified organisational behaviour impacts the application of the change strategy Answer: i. The change strategy which is implemented in Judice restaurant is to introduce two-way communication with the employees by setting up the Page 48 of 64

feedback session. That aids the management in listening to employee’s point of view and increase the employee engagement in the workplace ii. Supportive organisational behaviours iii. The supportive organisational behaviour in the Judice restaurant aids the management in communicating with the employees freely and developing the organisational performance with the support of the workforce. 10.Based on Scenario D, read and complete the identified tasks below Scenario D Judice Restaurant is adapting a new application for its Point of Sales system. It’s a new application developed to ensure smoother transaction using a cloud system. However, the new application has also enticed numerous the restaurant. Due to the high demand, the current developers are having a hard time sustaining server for the application. i. Identify the change strategy being implemented ii. Identify one external environment factor that would affect the implementation of the identified change strategy iii. Briefly explain how the external environment factor impacts the application of the change strategy Answers: i. the change strategy of the Judice restaurant is to include the transaction application powered by the cloud system. ii. The government of Australia invest $60.2 million in the technologies (Gov, 2022) . That helps the Judice restaurant to include new applications in sales and track the data technically. iii. The technologies factor helps the Judice restaurant to raise funds from the government grant, and that aids the management to minimise the risk level of budget overrun. 11.What are the four main components of a change management plan? Page 49 of 64

The change management plan is the written document which needs to be followed by the management to implement the changes in the business (Carracedo, et al., 2021) . The four components of the change management plan are as follows:  Leadership alignment  Stakeholders’ involvement  Interaction with stakeholders  Organizational design 12.Describe each of the following components of a change management project plan.  Scope  Roles and Responsibilities  Communication Strategy Description of the following components of a change management project plan.  Scope: Scope in a change management project plan is referred to the requirement of managing, controlling, and documenting all the changes to the project scope (Dzwigol, et al., 2019) . However, from scenario C, the change management procedure with feedback facilities for employees will bring the scope of increasing employee engagement and loyalty across the organisation. It will also give the scope of identifying and resolving the issues of employees to provide job satisfaction.  Roles and Responsibilities: According to scenario D, the roles and responsibilities are for the IT department of the organisation. The IT department and software experts are responsible for the installation process of the cloud system across the business operations.  Communication Strategy: The establishment of a communication strategy for this change management across the organisation is required to reach the project goal (Parker, 2020) . The organisation requires to establish an open communication system across the organisation which will allow the employees to communicate with everyone as per the situation's needs. Page 50 of 64

Section B: Knowledge Activity (Q and A) Checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required. Learner’s name Assessor’s name Unit of Competency (Code and Title) BSBLDR601 - Lead and manage organisational change Date(s) of assessment Marking checklist Performance Criteria 1. Learner can correctly identify one event and one trend that they believe it may impact on the achievement of the organisational objective. Yes         No (Please circle) Knowledge Evidence 2. Learner can correctly explain the importance to fully prepare existing policies and practices to guide an operational change. Yes         No (Please circle) 3. Learner can explain why it would be beneficial to conduct a cost-benefit analysis before implementing a change. Yes         No (Please circle) 4. Learner can correctly analyse and interpreting information based on the provided scenario into SWOT analysis table. Yes         No (Please circle) Learner can correctly analyse and interpreting information based on the provided scenario into PESTLE analysis table. Yes         No (Please circle) 5. Learner can correctly use the provided table to conduct risk analysis, including barriers to change and relevant mitigation strategies for your business (based on a provided scenario) Yes         No (Please circle) 6. Learner can correctly use the provided table to answer and complete the Communication and briefly answering the components in relation to the scenario. Yes         No (Please circle) 7. Learner can correctly use the provided table below to Yes         No Page 51 of 64

identify the eight steps of Kotter’s 8-Step Change Process and briefly explain how each step can be implemented in a workplace. (Please circle) 8. Learner can correctly identify two strategies for embedding change within an organisation. Provide an explanation for each of the identified strategies. Yes         No (Please circle) Learner can correctly provide an explanation for each of the identified strategies. Yes         No (Please circle) 9. Learner can correctly identify the change strategy being implemented based on scenario C. Yes         No (Please circle) Learner can correctly identify one organisational behaviour that would affect the application of the following change strategy based on scenario C. Yes         No (Please circle) Learner can correctly briefly explain how the identified organisational behaviour impacts the application of the change strategy based on scenario C. Yes         No (Please circle) 10. Learner can correctly identify the change strategy being implemented based on scenario D. Yes         No (Please circle) Learner can correctly identify one external environment factor that would affect the implementation of the identified change strategy based on scenario D. Yes         No (Please circle) Learner can correctly briefly explain how the external environment factor impacts the application of the change strategy based on scenario D. Yes         No (Please circle) 11. Learner can correctly identify four main components of a change management plan. Yes         No (Please circle) 12. Learner can correctly describe scope of a change management project plan. Yes         No (Please circle) Learner can correctly describe roles and responsibilities of a change management project plan. Yes         No (Please circle) Learner can correctly describe communication strategy of a change management project plan. Yes         No (Please circle) Comments Assessor’s comments here Page 52 of 64

The learner’s performance was: Not yet satisfactory Satisfactory Page 53 of 64

Section C: Performance Activity Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit. This activity will enable you to demonstrate the following performance evidence:  Develop and implement a change management plan to lead and manage organisational change. In the course of the above, the candidate must:  Analyse and interpret information about the organisation’s internal and external environment and consult with stakeholders to identify requirements and opportunities for changes that support organisational objectives  Prioritise opportunities for changes with input from relevant stakeholders  Develop a change management project plan for the priority changes incorporating resource requirements, risk management and timelines  Develop strategies to communicate or educate the changes and embed them  Obtain approvals and agree reporting protocols with relevant managers and implement the plan including addressing barriers to change  Review and evaluate the change management project plan and modify as needed to achieve objectives. Answer the activity in as much detail as possible. 1. Produce a change management action plan to help you prepare to lead a business meeting with relevant stakeholders regarding an operational change. This will demonstrate that you can take the appropriate action when implementing a specific operational change. You may choose a change that could occur in your preferred industry, or your assessor will have a list of generic ideas you could choose to complete the activity. Page 54 of 64

Your change management plan must include:  Outlining the changes required  Determining the overall objective  Outlining tasks required to implement the change  Listing the resources you will require  Determining an appropriate timeframe  Listing the people who will be responsible or involved. Required changes According to the case scenario, the required change is the implementation of a Point of Sales System based on the cloud computing system that will allow the organisation to centralise two-way communication among the employees and the management. Overall objective The overall objective of the change is to ensure centralised communication among the workforce to maintain the flow of information and gradually increase productivity with the help of effective collaboration. Tasks required implementing the change Resources Responsible people Time Planning related to cloud service requirements in the company Performance reports, employee responses, annual reports Operational managers, HR managers, finance manager 4 months Providing technology-related training to the employees Investment, learning infrastructure, training and development programmes Trainers, HR managers, leaders, finance manager 6 months Hiring cloud experts to maintain the implementations and activities Investment, collaboration with consultants IT experts, project managers, operational managers, finance manager 6 months Transforming the new projects to cloud-based Cloud-first policy Corporate developers, IT experts, project managers 8 months Page 55 of 64

2. This is a roleplay activity to be conducted in groups of three to four or this will be further instructed by your trainer if needed, with you playing the role of the manager and your peers playing relevant stakeholders. Using your action plan from Question 1 as a guide, you must lead a business meeting with relevant stakeholders to present your plan and seek opinion. During the meeting with relevant stakeholders, you must:  Demonstrate that you have planned and developed a change management action plan that you can share with the relevant stakeholders  Demonstrate that you have planned and developed concise content in your plan that is appropriate and relevant  Use problem-solving skills to negotiate and resolve any risk challenges to the change that are identified  Acknowledge stakeholder input as necessary  Demonstrate that you have followed any relevant organisational and legislative requirements if applicable. In the context of this change management action plan, the operational managers will be responsible for evaluating the planning of the project and identifying the requirements regarding the cloud implementation. In this regard, the implementation of corrective processes and activities related to the execution of the planning regarding cloud implementation will be maintained by the operation manager. The HR managers during the change management are required to collect responses from the employees and food and beverages managers to manage the learning and development programmes, which will contribute effectively to the development. The finance manager of the organisation will be responsible for maintaining and allotting the working capital to the technology development and the logistics, which will help to implement the components of the cloud. Moreover, the corporate developers, IT experts, and project managers are required to manage the technology implementations, including the collaboration tools and employee insight management. The planning of the project activities will be beneficial to maintain all the components of the project along with the required resources and investment where the training and development programmes will provide knowledge regarding cloud computing to the employees. The hiring of IT experts in the field of the cloud helps to maintain the components in terms of implementation. The cloud-based projects will not only utilise the advantages but also increases the efficiency of using this technology, which indicates the relevance of the initiatives Page 56 of 64

Risk challenges related to the change The financial risk might be occurred due to the involvement of several components like training programmes, hiring experts, and implementation of digital architecture, which is required to be mitigated by proper financial planning. The Technology Code of Practice will be followed in this measurement as it supports and regulates the innovative measures in order to implement transparency for the workers and the government as well (GOV, 2022) . 3. As a final task, you must evaluate how the change process went. Evaluate your change management processes as a continuous improvement activity. You should produce a written report to document this. You must outline the progress made during the meeting and ensure your report will be relevant to both external and internal stakeholders who have an interest in the change management process. The report must include:  Details of the overall objective  Details of the change management action plan  Any unresolved risk issues  Details of what went well during the meeting  Details of where improvement in change management could be made in the future  A summary of the final outcomes. Your final work should be checked for spelling, grammar, and punctuation, and then attached to your workbook. Detailed objective The overall objective of ensuring a two-way centralised communication will help to maintain further changes with the help of collaborative employees, which will help to maintain the flow of information and efficiently adapt to the changes. Details of the action plan Page 57 of 64

The planning of projects and the training and development programmes will be beneficial for further innovative implementations in the company as these factors will support the corrective measures and increase knowledge among the employees. Moreover, hiring IT, experts will be helpful in future as it will help to continuously identify the required technology implementations and enhance overall performance. Risk issues Unresolved risks might include unavailability of resources and responsible personnel where the planning stage might cause appropriate selective measures to avoid further risks. Final outcomes The meeting was successful in terms of establishing understanding among the stakeholders, which allowed the successful implementation of cloud computing in the communication and feedback management of the employees . Page 58 of 64

Section C: Performance Activity Checklist - for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required. Learner’s name Assessor’s name Unit of Competency (Code and Title) BSBLDR601 - Lead and manage organisational change Date(s) of assessment Marking checklist Performance Criteria 1 . Learner can correctly include and identify the changes required in a change management plan. Yes         No (Please circle) Performance Evidence Learner can correctly include and identify the overall objective in a change management plan. Yes         No (Please circle) Learner can correctly include and identify tasks required to implement the change in a change management plan. Yes         No (Please circle) Learner can correctly include and identify appropriate timeframe in a change management plan. Yes         No (Please circle) Learner can correctly include and identify people who will be responsible or involved in a change management plan. Yes         No (Please circle) 2. Learner can demonstrate that they have planned and developed a change management action plan that they can share with the relevant stakeholders. Yes         No (Please circle) Page 59 of 64

Learner can demonstrate that they have planned and developed concise content in their plan that is appropriate and relevant. Yes         No (Please circle) Learner can effectively demonstrate that they can use problem-solving skills to negotiate and resolve any risk challenges to the change that are identified. Yes         No (Please circle) Learner can correctly acknowledge stakeholder input as necessary. Yes         No (Please circle) Learner can correctly demonstrate that they have followed any relevant organisational and legislative requirements if applicable. Yes         No (Please circle) 3. Learner can correctly evaluate change management process as a continuous improvement activity. Yes         No (Please circle) Learner can correctly outline the progress made during the meeting and ensure the report will be relevant to both external and internal stakeholders who have an interest in the change management process. Yes         No (Please circle) Learner has included details of the overall objective in a report. Yes         No (Please circle) Learner has included details of the change management action plan in a report. Yes         No (Please circle) Learner has included any unresolved risk issues in a report. Yes         No (Please circle) Learner has included details of what went well during the meeting in a report. Yes         No (Please circle) Learner has included details of where Yes         No Page 60 of 64

improvement in change management could be made in the future in a report. (Please circle) Learner has included a summary of the final outcomes in a report. Yes         No (Please circle) Comments Assessor’s comments here The learner’s performance was: Not yet satisfactory Satisfactory Competency record to be completed by assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the overall unit. Indicate in the table below if the learner is deemed competent or not yet competent for the unit or if reassessment is required. Learner’s name Assessor’s name Unit of Competence (Code and Title) BSBLDR601 - Lead and manage organisational change Date Has the learner completed all required assessments to a satisfactory standard? Yes No (Please circle) Has sufficient evidence and information been provided by the learner to prove their competency across the entire unit? Yes No (Please circle) Page 61 of 64

Learner is deemed: Not yet competent Competent Comments from trainer/assessor: Page 62 of 64

References Bacik, R., Fedorko, R., Nastisin, L., and Gavurova, B. (2018). Factors of communication mix on social media and their role in forming customer experience and brand image. Management and Marketing, 13 (3), 1108-1118. Carracedo, Puertas, and Marti. (2021). Research lines on the impact of the COVID- 19 pandemic on business. A text mining analysis. Journal of Business Research, 132 (01), 586-593 ; DOI:10.1016/j.jbusres.2020.11.043. Dzwigol, H., Shcherbak, S., Semikina, M., Vinichenko, O., and Vasiuta. (2019). Formation of strategic change management system at an enterprise. Academy of Strategic Management Journa, 18 (2), 1-8. Gov. (2022). $60.2 million investment to boost Australian science and ... Retrieved June 20, 2022, from https://www.industry.gov.au/news/602-million-investment-to- boost-australian-science-and-technology-globally GOV. (2022). The Technology Code of Practice - GOV.UK . Retrieved June 20, 2022, from https://www.gov.uk/guidance/the-technology-code-of-practice Gurca, A., Bagherzadeh, M., Markovic, S., and Koporcic, N. (2021). Managing the challenges of business-to-business open innovation in complex projects: A multi- stage process model. Industrial Marketing Management, 94 (2), 202-215. Hanouna, P. (2019). Multinational financial management. new york: John Wiley and Sons. Hassan, Z. (2019). Challenges in Multicultural Organizations and Leading Strategies. Journal of Business Studies, 2 (1), 10-19. Lygnerud, K. (2018). Challenges for business change in district heating. Energy, Sustainability and Society, 8 (1), 1-13. Nazari, A. (2016). Developing a social media communication plan. In Strategic integration of social media into project management practice , 1 (1), 194-217, DOI: 10.1080/15332861.2019. Parker, L. (2020). Redesigning an International Pathway Program: a Change Management Plan. Change Management , 1 (1), 27-34. Radovic Markovic, M., and Salamzadeh, A. (2018). The importance of communication in business management. The 7th International Scientific Conference on Employment, Education and Entrepreneurship, Belgrade, Serbia., 12 (3), 16-19. Rosenbaum, D., More, E., and Steane, P. (2018). Planned organisational change management: Forward to the past? An exploratory literature review. Journal of Organizational Change Management., 24 (3), 27-32. Page 63 of 64